Peckham’s 1,500 contact center team members handle nearly nine million interactions per year through phone, email and chat. With its best-in-class services, Peckham can operationalize emergency contact centers within only hours after receiving notification of the need. But when one of Peckham’s main clients paused a majority of its customer facing processes during the COVID pandemic, the number of inbound calls skyrocketed once those processes were resumed, prompting long wait times that frustrated callers and agents alike.

As a result, Peckham now generates an extra $2.7 million in top-line revenue each year because this contract is tiered based on volume. Agents can now handle approximately one more call per hour.

Equally or even more important, both agents and customers enjoy a much improved, much less stressful customer experience thanks to shorter wait times and average handle times.